A SINGLE CONTACT FOR EVERY CUSTOMER
We have a unique ability to cross-train tenured agents to support multiple services including care, billing, and tech support on phone, chat, email or video. This model provides the optimal customer experience. No transfers, no re-telling the same story over and over.
One agent to handle all your concerns. Reduced hold time, with less transferring between departments, providing the customer with the one contact fix. The universal agent model is designed to reduce overhead and improve net promoter score.
IMPROVE CUSTOMER EXPERIENCE
Universal agents are masters of soft skills, with the ability to articulate, empathize with the customer, use humor when appropriate, and allow the customer to feel at ease. This personal touch is what leaves customers with an overall positive feeling of the interaction. According to the Harvard Business Review study, The New Science of Customer Emotions, personalized and memorable experiences can make customers up to three times more likely to recommend a product or service, and three times more likely to become repeat customers.
IMPROVE FIRST CONTACT RESOLUTION
Reports state that 86 percent of customers expect their issues to be resolved with the first contact. Every contact after that reduces customer satisfaction by up to 15 percent. Universal agents have the ability to resolve a wide array of issues. Universal agents streamline the customer contact experience and increase First Contact Resolution.
Many contact centers apply segmentation strategies. Customers attempting to make contact are often connected to a team that is dedicated to that specific need. While this approach is able to ensure each contact is with someone that is specialized in that field, oftentimes complications can arise. If a customer needs to speak to tech support, then finds out that their bill is past due, they are transferred to billing. The universal agent model eliminates that transfer so that the customer is able to resolve their billing issue, and receive help getting back online, all with one contact and no transfers, thus saving time.
WHITE PAPER: Improving Customer Experience
Over the last 25 years, OneSupport, formerly known as teleNetwork, has worked with many of the largest and most successful telecommunications service providers in the U.S. serving various customer care and repair roles for data, voice and video services. During this time we’ve been tasked with improving the customer experience and cultivating an environment ripe for repeat business. We’ve performed considerable analysis on a number of key metrics to identify an appropriate balance between efficiency and effectiveness with regard to average handle time (AHT) and sales conversion. See more →
CASE STUDY: Telecommunications Transformation Initiative
With more than 25 years of experience managing the customer experience for some of the largest and most successful telecommunications service providers in the U.S., OneSupport, formerly teleNetwork, is uniquely positioned to assist in building a new and improved customer support model for customer service, billing, sales, and repair of voice, video and data services. Our team has guided several of our clients through complex M&A activity while responding to changes in customer operations such as consolidating call center operations in a short period of time. See more →